Texas Air Masters

We performed a service (spring tune up) for mr [redacted] on5/12/15, at that time we found a part that was failingWe gave the client theoption to replace the part (9pm) or he could wait for his home warrantycompanyHe chose to take advantage of our fast service, immediate response andthoroughnessWe get a call on Friday (5/15/15) from mr [redacted] stating that hewould like his money back because his home warranty company could do the job alot cheaperI told him we could not refund him his money because the part wasinstalled and the services rendered, and part has been in operationHecontinued to go back and forth with me, we ended the conversation with metelling him that I would call him backI called back a couple hours later withno answerOn Saturday 5/16/15, the office (spoke to receptionist) receivedanother call from mr [redacted] , he stated that now the part we installed was putin wrong so he wanted his money backI called him back and he changed hisstory yet again and said the part was defective so he wanted his money back, Ithen asked for the part so we could test the part to confirm the othercompanies findingsHe said the other company took the part, this raised a bigred flag for me because anyone wanting their money back for a defective partwould keep the part so a refund could be processedHe continued to demand hismoney back, we completed the conversation with me telling him that without thepart how can we refund himOn Tuesday we received another call from mr [redacted] stating that he now wants someone out there because he has water leaking, I donot trust mr [redacted] and do not feel comfortable having my technicians out tohis homeFurthermore he had another company out to his home and touch thesystem, I do not know what has been done to the system since we were last at hishome on 5/12/This claim should notcount against our company, look on yelp and see if his story corresponds towhat he told Revdex.com, he also left out the info about the water damage, which in myopinion is much more importantWe go above and beyond for our clients, our reputationproves the point, I do not feel comfortable making any concessions for someonewho is through information trying to get us to pay himWe feel that fromthe very beginning his intentions were to have us do the work at pm on5/12/then call us back when his home warranty company came out to put intheir part, then ask for his money back

There is no further need to discuss this matter, we are now getting into a "he said, she said" situaionI plainly told the truth on my very first response, after advising Revdex.com to look on the [redacted] review that was written, it was plain to see that his story was not accurate After the fact he began to add more information to make his story look like what he had on ***We are willing to live with the results of our choice, based solely on the premise of principleThe home owner knew he had home warranty and we did explain to him the difference in cost from us and the home warranty companyThe reason people buy home warranty is so they will not have to pay regular price on appliance repairs, including HVAC repairsHe chose to have us perform the project and we did our job in good faithmr [redacted] also was not ok with paying for the service on Friday, (after it was completed days before)Also, any companies policy, no matter what type of business, would be to return the new(defective) part to be reinbursedIt is common practice that if a faulty piece of equipment is found by a competing contractor, to leave the part so that it can be tested and confirmed to be bad by the contractor that performed the work so that reinbursement can be processedIt is not a common practice to take the part so that there would be no evidence to confirm the other companies findingsUnfortunately, no company in business would go by a competing companies wordWould you mr [redacted] ? Would you simply trust what a competitor says, especially when proof was easily available? Would you trust a competing contractors word when simply leaving the part to help you the customer, get their money back was easier than taking it, knowing that there would be problems without absolutely no proof to confirm his findings?

Complaint: [redacted]I am rejecting this response because of false information the business has provided. First of all, I was never suggested to call my home warranty first by the technician. In fact, the technician insisted that I replace the part as soon as possible because it could break down at any moment. I would think with all the awards and recognitions of customer satisfaction they would first advice me to ask my home warranty for a repair. That would be the most decent thing to do if the business is really looking out for client's best interest. I must also point out that the technician who came to do the "tune-up" did inspect my unit inside without any tools. The only time he did use any tools was to replace the "electrical absorption system" state on the invoice (see attachment) dated May 12, 2015. Also, the technician suggested, on invoice, a compressor saver kit for $327.25 and replacement of A/C ducts for $2,800 or repair for $450. Based on the technician's knowledge and input of my unit, I allowed him to replace the "electrical absorption system" for $385.00 but not to replace/repair the ducts because I would get other company estimates for the duct work. So after the Texas Air Master technician's visit, I called a local A/C repair company "[redacted] A/C" to come over to my home to give me an estimate for the duck replacement. On May 13, The [redacted] A/C technician came to inspected my ducts and immediately told me to first call my home warranty to see if they would cover the cost. He explain to me in detail the whole process of placing a claim. How it would work and how the home warranty insurance would send a local company to inspect the entire unit. He even advice me that calling the home warranty would be beneficial for me because they would only have a low inspection fee. So I called my home warranty that same day to set up an appointment for May 15, 2015 with [redacted]. The [redacted] A/C technician did no work to the unit but suggested to call him back if my home warranty did not cover the cost. So with the new knowledge of home warranty covering any damage or repairs for a lower cost. I call Air Texas Master on May 15, 2015 to see if I could return the part because I had just learned that my home warranty could possibly cover the cost or part that they had replaced. The owner told me that it was not possible to return the part and get refunded because it was already in used. I totally agreed with him because it made sense to what he was telling me. I went on to ask him what an "electrical absorption system" was and he immediately said he was busy in an attic but he would call me back. Hours later he did call back but I was not able to answer his call so he left a message to call him back when possible. I was not able to call him back because [redacted] had arrived to inspect my unit. [redacted] inspected my ducts suggesting to replace or repair ducts, supply plenum, and condenser coil cleaning shown on invoice attached. Also on the invoice they had to replace a "bad capacitor". I asked the technician what is a capacitor and if it had to do anything with an "electrical absorption system. The technician expressed that he did not know what an "electrical absorption system" is and he had never heard that term. That brought up red flags so I called Texas Air Master to ask what was an "electrical absorption system" on May 16, 2015. The owner call me back explaining that an "electrical absorption system" is basically a capacitor. At that moment, I stared telling him about how [redacted] had to replace the same part that his company supposedly had replaced three days ago because it was bad. So like any unsatisfied customer, I requested my money back from him but he refused by telling me that I was now changing my story and he did not believe me anymore. I suggested to show him the invoice from [redacted] so he could see their notes. He then proceeded to give me another excused by telling me that he could only return my money back if I returned the part his company had installed. So I then responded that I would call [redacted] to see if they could give me the part so I could give it to him and get my money back. Then he went on to give me another excuse that even if I got the part back he would still need to check the part to see if it was true it did not work and then see if he could possibly refund me my money. Of course [redacted] did not have the part because, like every A/C company, that it is standard procedure to throw away bad parts. Of course Texas Air Masters knew that I could not get the part. So I called him back to explain to him what [redacted] had told me. He still refused to refund me my money. He restated that he could not do anything for me because I did not have his part and even then if I got it, it would not be likely that he would refund me. So I asked him to give me back my original part his technician took of my unit and of course, he said they did not have it because they threw it away. My point exactly! How does he expect for me to get him his bad part back if his own company does the same procedure as any A/C company. I kept calling his business and cell phone with no success of getting my money back. He would call back just to tell me to stop calling his business or cell phone because he could not help me at all. On May 19, 2015, I get home to a leak coming from the second floor onto my dinning room floor and table. The dinning room ceiling was cracked leaking water from the A/C unit which is directly above my dinning room. The A/C unit closet was flooded with water streaming down to the first floor. So I inspected my A/C unit to find that the drainage pipe was clogged casuing the water to over flow. I immediately call Texas Air Master to send out a technician because from their tune-up inspection report (see attachment) they claimed the drainage pipe was clean. The owner called me back and did not want to hear anything I had to say. I called so we could come out to inspect the situation for himself and see that his technician did not thoroughly inspect my unit. There are many things that the Texas Air Mater did not report to me as a client or on their tune-up report because if he would have done a great job like the owner states, the technician would have noticed the water build up on the drainage pipe. Now I have damages to my dinning room ceiling which I expect for Texas Air Master to pay for repairs or repair ceiling with full refund of the bad part Texas Air Master had to place.  
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because I have showed facts/proof on previous response on how the part installed by the company was defected. My home warranty, in good faith, check the whole unit to make sure I wouldn't have any future issues or have to pay another service fee. Unfortunately, the home warranty inspector found the part installed by Texas Air Master defected. Like any costumer, who pays hundreds of dollars for a part or service, would request refund especially when major damage was done due to inadequate inspection by the Texas Air Master technician. I trusted Texas Air Master to look into my problem because of the statements posted on their websites stating "We Guarantee You Will Be Satisfied With Our Service Or Our Service Is Free" and "100% NO-RISK" but I guess the company does not stick to their word or really care for their costumers'  satisfaction. I am definitely not a satisfied customer because there are damages to my home that go beyond the A/C part. As an unsatisfied costumer I would expect for the company to keep their word and refund me and cover the cost to damages done by their inadequate inspection report.Regards,Arturo Vargas

There is no further need to discuss this matter, we are now getting into a "he said, she said" situaion. I plainly told the truth on my very first response, after advising Revdex.com to look on the [redacted] review that was written, it was plain to see that his story was not accurate.  After the fact he began to add more information to make his story look like what he had on [redacted]. We are willing to live with the results of our choice, based solely on the premise of principle. The home owner knew he had home warranty and we did explain to him the difference in cost from us and the home warranty company. The reason people buy home warranty is so they will not have to pay regular price on appliance repairs, including HVAC repairs. He chose to have us perform the project and we did our job in good faith. mr [redacted] also was not ok with paying for the service on Friday, (after it was completed days before). Also, any companies policy, no matter what type of business, would be to return the new(defective) part to be reinbursed. It is common practice that if a faulty piece of equipment is found by a competing contractor, to leave the part so that it can be tested and confirmed to be bad by the contractor that performed the work so that reinbursement can be processed. It is not a common practice to take the part so that there would be no evidence to confirm the other companies findings. Unfortunately, no company in business would go by a competing companies word. Would you mr [redacted]? Would you simply trust what a competitor says, especially when proof was easily available? Would you trust a competing contractors word when simply leaving the part to help you the customer, get their money back was easier than taking it, knowing that there would be problems without absolutely no proof to confirm his findings?

We performed a service (spring tune up) for mr [redacted] on5/12/15, at that time we found a part that was failing. We gave the client theoption to replace the part (9pm) or he could wait for his home warrantycompany. He chose to take advantage of our fast service, immediate response andthoroughness. We...

get a call on Friday (5/15/15) from mr [redacted] stating that hewould like his money back because his home warranty company could do the job alot cheaper. I told him we could not refund him his money because the part wasinstalled and the services rendered, and part has been in operation. Hecontinued to go back and forth with me, we ended the conversation with metelling him that I would call him back. I called back a couple hours later withno answer. On Saturday 5/16/15, the office (spoke to receptionist) receivedanother call from mr [redacted], he stated that now the part we installed was putin wrong so he wanted his money back. I called him back and he changed hisstory yet again and said the part was defective so he wanted his money back, Ithen asked for the part so we could test the part to confirm the othercompanies findings. He said the other company took the part, this raised a bigred flag for me because anyone wanting their money back for a defective partwould keep the part so a refund could be processed. He continued to demand hismoney back, we completed the conversation with me telling him that without thepart how can we refund him. On Tuesday we received another call from mr [redacted]stating that he now wants someone out there because he has water leaking, I donot trust mr [redacted] and do not feel comfortable having my technicians out tohis home. Furthermore he had another company out to his home and touch thesystem, I do not know what has been done to the system since we were last at hishome on 5/12/15. This claim should  notcount against our company, look on yelp and see if his story corresponds towhat he told Revdex.com, he also left out the info about the water damage, which in myopinion is much more important. We go above and beyond for our clients, our reputationproves the point, I do not feel comfortable making any concessions for someonewho is through false information trying to get us to pay him. We feel that fromthe very beginning his intentions were to have us do the work at 9 pm on5/12/15 then call us back when his home warranty company came out to put intheir part, then ask for his money back.